A LITTLE ABOUT US

Hi, we’re Aurora Cannabis, and we’re so excited to meet you!
Aurora Cannabis is a leader in the rapidly evolving global cannabis industry, serving both medical and consumer markets worldwide. Dedicated to helping people improve their lives, Aurora is driven by science and innovation, with a focus on providing premium medical cannabis products produced with the highest standards. We proudly serve both patients and consumers across Canada, Europe, Australia and New Zealand. Our global brand portfolio includes Aurora, Being, CanniMed, CraftPlant, Daily Special, Drift, Greybeard, IndiMed, MedReleaf, Pedanios, San Raf, Tasty’s, Whistler Cannabis Co, and WMMC. Aurora’s brands continue to break through as industry leaders in the medical, wellness and adult recreational markets wherever they are launched.
At Aurora, employees are at the heart of everything we do as we execute with excellence and agility. Whether in our manufacturing facilities, in our state-of-the-art research labs or supporting our global business development, or, within our corporate functions such as HR, operations, government affairs, and more – our diverse A-Team leads with expertise, passion and dedication every day. Together, we are opening the world to cannabis and making a meaningful impact for patients, consumers, our communities and our A-team.

JOB SUMMARY

Reporting to the Manager, Client Care, the Commercial, Client Care Auditor will be a vital part of our Client Care team by leading call quality & compliance core functions to support Agent performance, ensuring best-in-class service and providing positive patient experience. The Commercial, Client Care Auditor is a multifaceted role that involves call scripting, quality call monitoring, evaluation, reporting, analytics, coaching and compliance. The individual will possess excellent communication skills, a commitment to delivering high-quality patient care, and nurturing and supporting a high performing team. Sounds Interesting? Here’s a little more…
As the Commercial, Client Care Auditor you will be involved in …

OTHER DUTIES

• Creating email and chat response templates which are aligned to supporting top FAQs.
• Perform other related duties and projects as required to support the Client Care Department
• Support other department leads and managers as required
• Actively participate in department meetings and leadership training sessions
• Ad hoc duties as requiredAd hoc duties as required

YOU WOULD BE THE BEST FIT FOR THIS ROLE IF YOU HAVE…

• Minimum 3 years of experience in a lead/supervisor customer service capacity or call-monitoring role
• Experience in quality and compliance management or related field equivalent industry experience
• Fluent in English & French (Verbal & Written) preferred
• Experience with Office 365 Suite of applications
• Knowledge and experience with quality in a call center environment an asset
• Knowledge of Quality Assurance (GMP/GVP) an asset
• Experience facilitating calibration and coaching sessions
• Experience with data mining, preparing reports, and presenting information to stakeholders.
• Keep up to date on legislation and policy changes within the Cannabis Act.